Customer Service Management

Hugues Siffrard

Mobile Number: ***.***.*** ~Email: *********@*****.***

Highly talented MBA graduate and management professional with 8 years of experience in all aspects of management operations. Recognized as a versatile mentoring leader with commitment to excellence in business operation and motivating teams toward increased performance while contributing to company goals and needs. I am highly developed in situational problem-solving and analytical skills with advanced knowledge in front- and back office operations. Ultimately, I aim to obtain a career position which will enable me to best utilize my experience and skills toward contributing to an organization’s profitability while gaining further experience within the realms of Business Administration and/or Operations Management. Qualified in the following areas:

Supervision & Training

Client Relationship Management

Healthcare Office Administration

Rapport and Relationship Building

Knowledgeable of Accounting Systems

Presentation & Negotiation

Operations Management

Conflict Resolutions

Project Management

Insurance Billing and Collecting

Expense Reduction

Effective Time Management

EDUCATION

Master of Business Administration Degree – Graduated: July 2007

Focus on Entrepreneurship & General Management

University of Phoenix – School of Business, Nashville, TN

Served as Project Leader for an Executive MBA team on Risk Management Project.

Bachelor of Science Degree in Agriculture – Graduated: December 2003

Focus on Agri-Business & Agronomy

Tennessee State University, School of Agriculture, Nashville, TN

CERTIFICATION

Currently pursuing Project Management Certification

EXPERIENCE & ACCOMPLISHMENT

Administrative Assistant & Operations Manager

Dream Team Family Dentistry, Olive Branch, TN, September 2009 – Present

Promoted to Operations Manager for a dental office practice with 4,500+ current and new patients.

Manage operations while ensuring all patients receive high quality service care.

Develop office budget up to $1.5 million. Supervise ad coach front office and clinical staff daily.

Supervise front office and clinical staff on customer service and health and safety.

Work with company Vice President in marketing dental services in the community.

Help select personnel, train, develop and empower staff to promote the highest standards.

Assist with increasing profitability and patient service and ethics.

Conduct training for office staff on new software systems/procedural guidelines and company practices.

Handle the flow of the practice to insure compliance, efficient and patient satisfaction.

Enforce consistency in policy and procedure implementation within the clinic.

Develop goals for the clinic and executes plans to achieve company growth goals.

Verify insurance benefits, collected copayments, and scheduled appointments.

Promote positive employee relations through developing a rapport with all employees.

Ensure compliance with OSHA and HIPAA safety regulations.

Address complaints and resolving issues raised by dentists, employees, and patients.

Grew practice revenue through improved procedures and patient satisfaction.

HUGUES SIFFRARD – (PAGE 2 OF 2)

ADDITIONAL EXPERIENCE

Sr. Mortgage Loan Supervisor

Open Mortgage Home Lending, Nashville, TN, August 2007 - August 2009

Supervised and coordinated management activities of the branch daily.

Directed and supervise a team of 15 loan officers in mortgage procurement.

Interviewed customers in person and by phone to collected information and gathered for loan applications.

Trained, developed, motivated new hires to promote the highest standards.

Revised loan application to ensure compliance with company policy, federal and state guidelines.

Scheduled loan appointments and conducted follow-up calls and letters.

Maintained loan and services standards by conducting ongoing investigations.

Created and conducted enthusiastic presentations to market new products to customers.

Reduced potential loan errors which improved customer satisfactions.

Promoted positive relation by assisting investigating causes for reducing turnover

Armed Security Supervisor

Centennial Hospital Medical Center, Nashville, TN, April 2003 – July 2007

Provided armed security protection for all patients, visitors, and staff.

Lead Supervisor during the absence of Security Director.

Trained and supervising a team of security officers (25+), on access control and safety techniques.

Directed and motivated security team to exceed departmental expectations.

Answered calls for service as needed, enforcing all state laws and company policies and procedures.

Developed positive relations through meeting and developing a rapport with employees.

Developed proactive relationship with local law enforcement to reduce theft and vandalism.

Managed emergency situations, interviewed victims, and completed and submitted reports.

PROFESSIONAL STRENGHTS

Highly passionate and committed to excellent in leading organizations activities.

Organized and comfortable working independently without supervision.

Excellent mentor and coach; combine business acumen with leadership abilities to recruit, train, and develop to performing teams in various environments.

Experienced in developing and maintaining relationships with physicians, administrative staff, and the public.

Enthusiastic professional who enjoys learning new processes while planning, organizing, and supervising staff.

Proficient in variety office equipment: Typewriters, printers, electronic calculators, fax machines/copiers.

Project leader with skilled in problem-solving and decision making as well as exercising initiatives.

Extensive experience with Meditech, SharePoint, Linux, and Curve Dental software.

Proficient in Microsoft Office Windows XP and Windows Vista

Hughes has experience in researching data and analyzing credit reports on new accounts.

Demonstrates ability to communicate effectively with all staff verbal and written.

Fluent in French and English.

PROFESSIONAL WORKSHOP TRAININGS

Diversity Leadership Workshop, Committed to Customer Service and Quality Care, Business Strategy & policy

Training, OSHA and HIPAA Compliance Training, Management Communication and Ethics, Teamwork Project

Management Training, Teamwork Project Management Training, Sales & Data Collection Workshop

Contact this candidate